Capital One prioritizes the health and safety of our associates. In light of COVID-19, we are complying with the CDC guidelines for social distancing. The vast majority of Capital One roles, including this role, have temporarily moved to work at home. When Capital One returns to normal operations, this role may return to the assigned onsite work location located in Las Vegas, Nevada.
At Capital One, we recognize that very few things are more personal and important than your money, and financial well-being. That’s why we’re looking for passionate, motivated, and tech-savvy individuals for our contact centers who are eager to help our customers.
A role at a Capital One contact center offers a unique employment opportunity. You’ll work for a Fortune 100 company that still operates and innovates with the vigor of a start-up. You’ll develop transferable work skills in a job that helps customers when they need it the most. You’ll enjoy a generous benefits package at a company where you’re valued by leadership and your peers. If this sounds appealing, then apply to join our Capital One family!
What you’ll do:
In this role you will serve as central point of contact for our Merchant Partners and customers as they apply for credit extension in a primarily point of sale environment. Respond with a sense of advocacy to our customer inquiries and seek solutions that exceed our customer expectations. Utilize a variety of desktop tools and work to analyze our customer financial condition in order to determine credit worthiness. Offer personalized service to each customer, and take responsibility to ensure our callers receive the highest level of service while ensuring compliance with our policy and regulatory expectations. Handle escalations and underwriting decisions requiring a higher level of authority.
- Handle customer inquiries and new loan and/or account information
- Responsible for working to solve customer issues so that existing or potential problems can be resolved
- Demonstrate acute problem solving abilities
- Communicate both verbally and in writing with other departments within and outside the division on account related matters
- Effectively decision requests for credit extension requiring a higher level of experience and lending authority
- Able to successfully de-escalate complex situations when presented to meet established goal of a one all resolution
Work at Home Technology Requirements:
A secure home office environment that is free from background noise and distractions
A reliable private internet connection that is not supplied by use cellular data (hot spot)
Cable or fiber connections are preferred
Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here. To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
Sustained ability to maintain latency less than 250 ms in voice calls is required
Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider
A private network is password protected where you have ownership or line of site to every device on the network
Capital One reserves the right to request proof of internet provider, speed and service package from the associate
Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice.
- High School Diploma, GED, or equivalent certification
- At least 1 year of customer service experience
- At least 1 year of experience in a call center environment
- At least 6 months of credit underwriting experience
- At least 1 year experience using Google Suite products
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.